To help address this problem, HR teams should focus on educating employees on the basics of choosing and using their coverage. Open enrollment is the ideal place to start since the focus is on benefits already. However, addressing health literacy should be a year-round effort. Plan communications efforts should happen throughout the year to reinforce the messages from open enrollment and to keep benefits information and resources top of mind. By increasing health care literacy rates, employees can feel empowered to make the best decisions for themselves this open enrollment season and year-round.

Create an active enrollment process. Employees' lives and health care needs are constantly changing. It's important for employers to emphasize that the health care conversation does not stop when open enrollment ends. And employees need to understand that what worked last year might not make sense for them this year. Many companies allow their employees to passively rollover health plans year after year. However, this inaction is a disservice to employees. While "active" enrollment — requiring employees to affirmatively elect coverage (at the risk of losing coverage or defaulting to minimal coverage if they don't) may seem strict, it can be a valuable tool in driving employees to learn about current employer offerings.

This is even more important when new options or plans are being introduced. It's vital that employees understand what's available, the potential benefits and costs, and how the offerings might meet their needs. Adding modeling tools, one-on-one meetings and individualized enrollment support will give employees a better understanding of which plans work best for them and where voluntary and supplemental plans and programs might fill perceived gaps.

Prioritize personal communications. Everyone has unique needs and preferences when it comes to receiving information. Make sure benefits information is conveyed using a variety of media, including print, online and in person, and that content is accessible 24/7 and from any location or device.

Interactive enrollment guides, summary plan descriptions (SPDs) and other communications can engage employees and their family members while also making it easy for them to find the information they need.

Instant Insights /

4 steps to meeting employee expectations during open enrollment season

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